Digital technology has the potential to re-define the relationship between housing providers and their customers. It determines their access to information, ability to book services and their overall experience with their landlord. Silva’s strategic plan sets out a commitment that 80 per cent of customer-initiated transactions will be conducted online by 2021, from a starting…
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Customer Management
Tunstall’s Housing Services Portal
Tunstall Healthcare has launched its Housing Services Portal, closely integrated with its widely-used Communicall tele-healthcare devices and software. The Housing Services Portal runs as an app on Windows tablets, connected via wi-fi to the Communicall Vi system to provide a live view of residents’ activities. Tunstall reported that the portal optimises care management time, improves…
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Never mind the KPIs, feel the experience
User experience, customer experience, voice of the customer, customer sentiment, customer focus, customer-centricity… regardless of how you describe it, there’s no denying that when it comes to digital, fast, simple and frictionless experiences are becoming the most important determinants of how your customers perceive your service and, by extension, you and your organisation. However, this…
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The ‘in the instant’ revolution for housing repairs
Deliveroo, eBay and Uber are just a few of the organisations leading the way with exceptional, instant customer experiences. By giving customers control, reassurance and convenience these companies have built trust and brand loyalty during a time of uncertainty. Consumers are becoming accustomed to Uber-style services with transparency and real-time reassurance. This standard of service…
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Plus Dane’s digital telecare with Appello
Plus Dane Housing has selected Appello to provide its first digital telecare solutions for residents. Appello will supply digital monitoring services to all 13 of the housing provider’s residential and extra-care schemes and will begin installing its digital telecare infrastructure and Smart Living Solutions suite into eight sites, replacing Plus Dane’s existing analogue systems. From…
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Better by design
Today’s housing providers face the combined challenge of increasing tenant demand and reduced budgets. Cloud-based technology, AI and automation are providing the answers, improving services for tenants and the way they interact with providers but just as important is how we interact with the technology, as users or customers. Software developers now spend as much…
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